Checking date: 03/05/2019


Course: 2019/2020

Quality Management Systems
(17288)
Study: Master in Libraries, Archives and Digital Continuity (335)
EPH


Coordinating teacher: JORGE GARCIA-REYES, MARIA CARMEN

Department assigned to the subject: Department of Library Science and Documentation

Type: Electives
ECTS Credits: 3.0 ECTS

Course:
Semester:




Competences and skills that will be acquired and learning results.
The subject QUALITY MANAGEMENT SYSTEMS is part of the set of subjects necessary for the learning of the general subject-matter DIRECTION AND MANAGEMENT OF ARCHIVES AND LIBRARIES within of the Master. BASIC SKILLS OF THE GENERAL SUBJECT-MATTER BS7. To know how to apply the acquired knowledge and the ability to solve problems in new or little known environments within broader (or multidisciplinary) contexts related to their area of study. BSB9. To know how to communicate conclusions and the acquired knowledge and reasons that support them to specialized and non-specialized audiences in a clear and unambiguous way. GENERAL SKILLS OF THE GENERAL SUBJECT-MATTER GS2. To identify lines of technological innovation in libraries and archives and documentation centers, and undertake possible projects for their development. GS3. To lead and to manage archives, libraries and digital information services in various fields of application, both public bodies and private companies. GS5. To recognize the growing importance of teamwork in the workplace and to prove adaptability and integration in different work environments, maintaining relationships and communication flows. GS6. To accept the need for constant self-learning and continuous training as tools that facilitate adaptation to technological and organizational innovations. GS7. To acquire a global and coordinated vision of the processes and services that are given in the libraries and the archives and the incidence that the control of the quality of the same has in the satisfaction of the users. GS8. To value the rigorous and well-done work, when planning, organizing and developing the own activities, demonstrating initiative, creativity and sense of responsibility, maintaining the interest throughout the process, and feeling personal satisfaction for the results achieved. GS9. To integrate knowledge, to make judgments and to communicate conclusions, as well as the ultimate knowledge and reasons that support them to specialized and non-specialized audiences in a clear and unambiguous way. GS10. To recognize the need for continuous adaptation to different jobs in different productive sectors, and technological and organizational innovations related to the profession, showing interest in incorporating new techniques, processes, tools and technologies into the profession's own activities . SPECIFIC SKILLS OF THE GENERAL SUBJECT-MATTER SS2. To know and to apply the principles and techniques of management to achieve the efficiency of the human team in the provision of services. SS8. To apply methodologies and tools that allow an agile, effective, adapted and evaluable response to risks or alterations that endanger the digital continuity of the organization. LEARNING RESULTS OF THE GENERAL SUBJECT-MATTER The essential value of the training received in the subjects of this general subject-matter is directed towards an aspect that transcends clearly the mere technical or instrumental capacity. In fact, the student must understand that its correct management of documents impacts on the digital continuity and above all in the business strategy of the organization. This general subject-matter focuses on training students not only in information but also in knowledge for decision-making in a highly competitive environment. After passing the general subject-matter, the students will be able to: - Apply the basic skills and competencies that a manager must have to manage and get things done through others, getting the most out of available resources, as well as designing and adapting tools that allow optimal performance of the service. - Know the principles and theoretical foundations of Quality as a Management Philosophy and the characteristics it presents in the units / information services. - Learn from the experiences and practices carried out in libraries and other information centers related to the application of Quality Management Systems. - Define the infrastructure of effective knowledge management in document centers. - Know the different ways of approaching the technological leap in the management of documentary centers. - Understand the value of competitive intelligence. - Know the models of application of competitive intelligence to organizations. - Apply strategies and prospective techniques for studying the future as an opportunity for change. LEARNING RESULTS OF THE ELECTIVE SUBJECT After passing the subject QUALITY MANAGEMENT SYSTEMS, the student should be able to: - Know in the units / services of information, as organizations of services and systems open to the environment, the different perspectives from which to be able to consider Quality and the principles and theoretical foundations that support it as a Management Philosophy and necessary response to the challenges of the digital world. - Know, from a holistic and dynamic approach to organizational functioning, the evaluation process as a necessary requirement to achieve value results, and to understand the importance of incorporating a culture of evaluation in accordance with the search for continuous improvement posited by the Philosophy of Quality management. - Know the theoretical and practical foundations underlying a Quality Management System and the quality models that can be applied to information services, their advantages and disadvantages. - Design and implement a quality system with all its components, using the methodology and the most appropriate tools to implement it. - Know the main tools by which to analyze the needs and quality expectations of users in the digital environment, and the processes of accreditation and certification of a Quality Management System. - Learn from the experiences and practices conducted in libraries and other information services related to the application of Quality Management Systems, understanding the Philosophy of Quality and what it means to work with it..
Description of contents: programme
Common topics to subjects related to the general subject-matter DIRECTION AND MANAGEMENT OF ARCHIVES AND LIBRARIES: - Analysis and exploitation of information / transformation in operational knowledge. - Management and planning services. Specific topics of the elective subject QUALITY MANAGEMENT SYSTEMS: Theory 1. EVALUATION AND QUALITY 1.1. The Quality as a management philosophy in the hybrid environment of action of the Information Services / Units: a necessary response to the challenges of the digital world. 1.2. The holistic approach of the Evaluation and its role in the framework of quality-oriented organizational functioning. 2. QUALITY MANAGEMENT SYSTEMS 2.1. The Quality Management System: principles and characteristics. 2.2. Approaches and Models-Methodology and Tools. 33. PROCESS OF IMPLEMENTATION OF A QUALITY MANAGEMENT SYSTEM 3.1. From the initial diagnosis and knowledge of the user's needs / expectations, to the evaluation and application of the continuous improvement cycle for the achievement and maintenance of a competitive and sustainable brand image in time and in the digital environment. 4. THE QUALITY FROM THE USER'S PERSPECTIVE 4.1. Attributes of quality from the point of view of the recipient of information services. 4.2. Perceived quality: characteristics, implications and measurement models. Challenges to the digital environment. 5. THE CERTIFICATION 5.1. Standards and reference models by which to demonstrate the conformity of the Quality Management System. 5.2. Agencies and certification bodies. 5.3. Certification as process. Practice Resolution of case studies related to the content of the subject (including the realization of a final course work).
Learning activities and methodology
LEARNING ACTIVITIES OF THE STUDY PLAN RELATED TO GENERAL SUBJECT-MATTERS AF1 Individual work for the study of theoretical and practical materials developed and contributed by the teacher AF2 Individual work for problem solving and case studies AF3 Theoretical-practical classes AF4 Tutorials AF5 Group work AF6 Active participation in forums enabled by the teacher in the virtual educational platform AF7 Perform self-assessment test for content review LEARNING ACTIVITIES Activity Code Nº Total hours Nº Total hours % student Classroom session presence Subject-matter Subject-matter Subject-matter (elective subject) (elective subject) (elective subject) AF1 210 ( 30 ) 0 0 AF2 158 ( 23 ) 0 0 AF3 21 ( 3 ) 21 ( 3 ) 100 ( 100 ) AF4 18 ( 2 ) 0 0 AF5 210 ( 30 ) 0 0 AF6 7 ( 1 ) 0 0 AF7 6 ( 1 ) 0 0 Total Materia 630 21 3,3 Total asignatura (90) ( 3 ) ( 3,3 ) TEACHING METHODS TM1. Teacher expositions in class, with support of computer and audiovisual media, in which the main concepts of the subject are developed and the bibliography is provided to complement the students' learning. TM2. Critical reading recommended by the teacher of the subject texts (newspaper articles, reports, manuals and / or academic papers, either for later discussion in class, either to expand and consolidate the knowledge of the subject). TM3. Solving practical cases, problems, etc., posed by the teacher individually or in groups. TM4. Exposition and discussion in class, under teacher moderation, of issues related to the content of the subject, as well as of practical cases. TM5. Elaboration of work and reports individually or in groups TM6. Reading of theoretical and practical teaching materials TUTORIALS The tutoring schedules, adjusted to what is planned by the University, can be consulted in the space of the subject, in the teaching and learning platform (Aula Global). They will include at least two modalities, one for face-to-face care and the other for online care. In addition to these officially fixed tutorials for the subject, students can request and arrange with the teacher, tutorials online or offline outside of those schedules.
Assessment System
  • % end-of-term-examination 30
  • % of continuous assessment (assigments, laboratory, practicals...) 70
Basic Bibliography
  • ALONSO ARÉVALO, J. . Evaluación de bibliotecas universitarias con el Modelo EFQM. [Conference Paper].. En, Encontro das Bibliotecas do Ensino 1, Lisboa (Portugal). 18-19 December,. 2003
  • ARRIOLA NAVARRETE, O. . Evaluación de bibliotecas: un modelo desde la óptica de los sistemas de gestión de calidad.. México DF: Alfagrama, . 2006.
  • ATKINSON, J. . Academic libraries and quality: an analysis and evaluation framework. . New Review of Academic Librarianship, Latest Articles . (May 2017). http://dx.doi.org/10.1080/13614533.2017.1316749
  • ATKINSON, J.; WALTON, G. . Establishing Quality in University Libraries: Role of External Frameworks. . New Review of Academic Librarianship, 23 (1), . 2017. Pp. 1-5. http://dx.doi.org/10.1080/13614533.2016.1271238
  • BARTON, J. L. . Measurement, management and the Digital Library. . Library Review, 53 (3), . 2004. Pp. 138-141.
  • BERTOT, J.C. . Libraries and Networked Information Services: Issues and Considerations in Measurement.. Performance Measurement and Metrics, 5 (1), . 2004. Pp. 11-19.
  • CULLEN, R. . Does performance measurement improve organizational effectiveness? A post modern analysis. . Performance Measurement and Metrics, 1 (1),. 1999. Pp. 9-30.
  • European Foundation for Quality Management (EFQM). . The EFQM Excellence Model. [Documento www].. Disponible en: http://www.efqm.org/the-efqm-excellence-model.
  • GIMENO PERELLÓ, J. . Evaluación de la calidad en bibliotecas: compromiso con lo público. . Buenos Aires: Alfagrama,. 2009.
  • HERNON, P. &. ALTMAN, E. . Assessing service quality: satisfying the expectations of library customers. . Chicago: ALA, . 1998.
  • HERRERA-VIEDMA, E.; LÓPEZ-GIJÓN, J. . El Modelo LibQual+ y SECABA para la evaluación de calidad de bibliotecas universitarias basada en satisfacción de usuarios. En, XVI Asamblea Anual de REBIUN, Cádiz, . 5-8 de noviembre 2008.
  • JORGE GARCÍA-REYES, C. . Acreditación y certificación de la calidad en bibliotecas universitarias: la experiencia española.. En, Satisfacción de usuarios. Evaluación Integral de bibliotecas. Lau, Jesús (comp.). Lau, Jesús (comp.). Xalapa (Ver.); México, D.F.; Buenos Aires (Arg.): Universidad Veracruzana; Library Outsourcing Service; Alfagrama, pp. 137-151, . ©2011.
  • LAKOS, A. . Culture of assessment as a catalyst for organizational culture change in libraries. . Proceedings of 4th Northumbria International Conference, Pittsburgh, PA, August 2001. Washington, DC: ARL, . 2002. Pp. 311-319.
  • MUNDE, G.; MARKS, K. . Surviving the Future: Academic Libraries, Quality and Assessment. . Oxford: Chandos Publishing,. 2009.
  • NICHOLSON, S. . A conceptual framework for the holistic measurement and cumulative evaluation of library services.. Journal of Documentation, 60 (2), . 2004. Pp. 164-182.
  • NITECKI, D.A.; ABELS, E.G. . Exploring the cause and effect of library value. . Performance Measurement and Metrics, vol. 14 (1), . 2013, pp. 17-24.
  • Nuevos instrumentos para la evaluación de bibliotecas: la normativa internacional ISO. . Mano González (coord.).. Madrid: AENOR, . 2014.
  • PASSONNEAU, S.M. . Library assessment activities. Using ISO 11620 to review the assessment data of academic libraries in North America.. Performance Measurement and Metrics, vol. 14 (3), . 2013, pp. 175-196.
  • PENACHO, J.L. . Vademécum de la Calidad en la gestión empresarial: Capítulo VI. Sistemas de indicadores de la calidad.. Forum Calidad, Año 20, nº 194, . 2008. Pp. 67-72.
  • POLL, R. . Performance, processes and costs: managing service quality with the balanced scorecard. . Library Trends, 49 ( 4), . 2001. Pp. 709-717.
  • POLL, R. . Benchmarking with quality indicators: national projects.. Performance Measurement and Metrics, 8 (1), . 2007. Pp. 41-53.
  • POLL, R. . Ten years after: Measuring Quality revised. . Performance Measurement and Metrics, 9 (1), . 2008. Pp. 26 ¿ 37.
  • Quality and the Academic Library: Reviewing, Assessing and Enhancing Service Provision. . Atkinson, J. (ed.).. Oxford: Chandos Publishing, . 2016. http://www.sciencedirect.com/science/article/pii/B9780128021057000282
  • SACCHETTI, L. . ISO quality as a driver of continuous improvement. . Performance Measurement and Metrics, 8 (2),. 2007. Pp. 88 ¿ 97.
  • SAYED, E.N. . Aligning planning with outcomes. . Performance Measurement and Metrics, vol. 14 (2), . 2013, pp. 100-117.
  • YU, L.; HONG, Q.; GU, S.; WANG, Y. . An epistemological critique of gap theory based library assessment: the case of SERVQUAL.. Journal of Documentation, 64 (4), . Pp. 511 ¿ 551.
Recursos electrónicosElectronic Resources *
  • They will become available as the course of the subject progresses · . : http://.
Additional Bibliography
  • It will become available as the course of the subject progresses. .. .. .
Recursos electrónicosElectronic Resources *
  • They will become available as the course of the subject progresses · . : http://
(*) Access to some electronic resources may be restricted to members of the university community and require validation through Campus Global. If you try to connect from outside of the University you will need to set up a VPN


The course syllabus and the academic weekly planning may change due academic events or other reasons.


More information: http://www.uc3m.es/bibliotecasyarchivosdigitales